Description

As an Application Support Engineer, you will:
• Be part of a global production operations team responsible supporting external facing web applications.
• Manage incidents, perform root cause analysis, and implement preventative solutions.
• Collaborate with development, infrastructure, and platform engineering teams to improve system reliability.
• Work within a global team to enable 24x7 support model for internal triage, communication, and root cause analysis.

Key Responsibilities
• Provide 24/7 support as part of a team for production web applications running on AWS or Mulesoft APIs.
• Monitor and troubleshoot issues using observability tools like Splunk.
• Investigate and expand functionality in Splunk to enable Splunk AI solutions.
• Create dashboards and capture metrics to improve visibility and performance.
• Respond proactively to system alerts and customer complaints.
• Identify where issues are manifesting from source systems or processes and provide recommendations for deflecting incidents
• Apply industry best practices to support processes.
• Participate in a planned on-call rotation.

Qualifications
• 2–5 years of experience in Tier 2 or Tier 3 IT support roles (e.g., systems analysis, development, data/reporting).
• Strong ability to analyze logs and code to resolve Tier 2 issues.
• Experience in application-focused support engineering or SRE roles.
• Excellent written and verbal communication skills.
• Proficiency with observability tools (OpenTelemetry, Splunk, AppDynamics, Datadog).
• Hands-on experience with AWS and/or Kubernetes.
• Background in DevOps and scripting (Python preferred).
• Familiarity with ITIL practices, incident management, and documentation.
• Experience with disaster recovery, business continuity, and ServiceNow dashboards.
• Comfortable working in Linux environments and shell scripting.

Preferred Qualifications
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
• Consulting experience and Agile methodology background.
• Proven ability to lead small to medium-sized teams.
• Certifications: ITIL Foundation, AWS, Azure, or GCP.
• Experience with Mulesoft, Postman, and API testing support.
• Understanding of networking concepts in cloud-native environments (AWS/Kubernetes/OpenShift)

Key Skills

Education

Any Graduate